Leaders in the community association field recognize exceptional customer service skills are needed for success. As corporate director of culture transformation for The Ritz-Carlton Leadership Center, Joseph Quitoni is an expert in driving and improving employee engagement. His presentation will teach you how to raise service excellence to the highest levels by fulfilling the expressed and the unexpressed wishes and needs of your clients. You'll be introduced to the skills needed for authentic customer engagement and learn about the importance of personalized experiences that surprise and delight clients and impact your bottom line.
Joseph has more than a decade of service with The Ritz-Carlton Hotel Company and received their Human Resources Award of Excellence two times for his outstanding work performance. He holds a graduate degree in industrial/organizational psychology and is passionate about motivating others and understanding what drives human behavior in the workplace.
Renowned motivational speaker and comedian Steve Rizzo will give you methods for improving opportunities and gaining skills to get to a better place at work and in your personal life. Affectionately known as the "Attitude Adjuster," Steve will show you how to shift your focus and develop a healthy attitude toward the daily challenges you confront. With his unique and entertaining style, he'll demonstrate proven techniques for using your sense of humor as a tool to control negative emotions and overcome obstacles to success, happiness and inner peace.
Steve is the author of Get Your SHIFT Together: How to Think, Laugh and Enjoy Your Way to Success in Business and in Life. His popular special on the Public Broadcasting Service brought him into millions of homes, and he was inducted into the Speakers Hall of Fame, an honor bestowed on fewer than 200 speakers worldwide since 1977. In addition, he was chosen as a Showtime Comedy Club All-Star.
Community Next: 2020 and Beyond: Steven Brumfield, CMCA, AMS, PCAM, Toll Brothers Inc., Horsham, PA; Kara Cermak, CMCA, AMS, PCAM, Rowell Inc., Elgin, IL; Ellen Hirsch de Haan, Esq., Wetherington Hamilton PA, Tampa, FL; P. Michael Nagle, Esq., Nagle & Zaller PC, Scottsdale, AZ; J. David Ramsey, Esq., Becker & Poliakoff PA, Morristown, NJ; Loura K. Sanchez, Esq., HindmanSanchez PC, Arvada, CO; Fred Shapiro, PCAM, SBB Management Company, Dallas, TX; and moderated by Mickey MacIntyre, realChange Partners, LLC, Washington, DC
Defending Yourself Against Defamation Claims: John D. Morris, Esq., and Robert Rosing, Esq., Morris Sperry, Midvale, UT
Eat the Frog First: How to Avoid Procrastination and Master Time Management: Cyndi Koester, CMCA, AMS, PCAM, Sunwest Bank, Irvine, CA
Engage Your Top Talent: Preparing Community Managers for Your Leadership Team: Tiffany Dessaints, CMCA, AMS, PCAM, Associa Nevada South, N. Las Vegas, NV and Debra A. Warren, CMCA, PCAM, Associa, San Rafael, CA
Federal Legislative and Regulatory Update: C. Scott Canady, Tambala Strategy, Alexandria, VA and Ronald L. Perl, Esq., Hill Wallack, Princeton, NJ
Fifty-Five and Older in Community Associations: A Profile From the American Community Survey: Lynn Boergerhoff, Woodstock Homeowners Association, Lakeville, MN
Growing Community Through Events: Lisa Cox, CMCA, AMS, PCAM, Sienna Plantation Residential Association Inc., Missouri City, TX; Sandra K. Denton, CMCA, LSM, PCAM, Sienna Plantation Residential Association Inc., Missouri City, TX; Ani Shrauger, South Riding Proprietary Inc., South Riding, VA; and Wendy Taylor, CMCA, AMS, LSM, PCAM, South Riding Proprietary Inc., South Riding, VA
Happiness: Becoming a Remarkable Leader: Kevin Davis, CIRMS, Kevin Davis Insurance Services, Los Angeles, CA Hey Dude, Don't Bogart My Doobie: Restricting Medical Marijuana in Common-Interest Developments: A. Patrick Muñoz, Esq., Rutan & Tucker LLP, Costa Mesa, CA; Thomas M. Ware II, Esq., Kulik Gottesman & Siegel LLP, Sherman Oaks, CA
HOAs and Historic Preservation: Perfect Together: Kirk Ranzetta, URS, Portland, OR
How To Assist Hackers and Identity Thieves: Harold McFarland, Pellegrino Honick McFarland & Miller PA, Sarasota, FL
If Your Company Visited the Technology Doctor, Would It Pass the Check-Up?:Stephen R. Gothard, Advanced Technology Group Inc., King of Prussia, PA and Ashish Patel, Pilera Software, Nashua, NH
Ignite: Entertaining Enlightenment in a Flash: Dale Carlon, Dale Carlon Consulting, Reno, NV; Ellen Hirsch de Haan, Esq., Wetherington Hamilton PA, Tampa, FL; Sara Duginske, CAMICB, Falls Church, VA; Kregg Hale, Inside Out Development, Las Vegas, NV; Garth Leone, Community Association Insurance Solutions LLC, El Dorado Hills, CA; Tim McNabb, Tin Cans Unlimited, St. Louis, MO; Steven Shuey, PCAM, Personalized Management Company, Cathedral City, CA and Susan E. York, University of Hawaii, Honolulu, HI
I'm the Association! How to Handle Overbearing Board Members: Augustus H. Shaw IV, Esq., Shaw & Lines LLC, Phoenix, AZ
Increasing Manager Professionalism: The Five C's: Vanessa Dreyer, PCAM, FirstService Residential, Scottsdale, AZ; James Magid, CMCA, LSM, PCAM, FirstService Residential, Eatontown, NJ; Gregory G. Smith, CMCA, AMS, PCAM, Associa Northern California, Stockton, CA; and Jessica Towles, CMCA, AMS, PCAM, Mundelein, IL
Keeping Multigenerational Communities Relevant: Michael A. Mendillo, FirstService Residential, Eatontown, NJ
Legal Trends Managers Can't Ignore: Scott B. Carpenter,, Esq., Carpenter, Hazlewood, Delgado & Bolen PLC, Tempe, AZ, and Lincoln W. Hobbs, Esq., Hobbs & Olson LC, Salt Lake City, UT
Prioritizing Energy Management Programs for Multifamily Boards: Chris Normandeau, CEM, LC, LEED AP BD+C, FS Energy LLC, Hollywood, FL
Regulating Community Associations: Legislative Issues from Around the Country: Dawn M. Bauman, CAE, Community Associations Institute, Falls Church, VA and J. David Ramsey, Esq., Becker & Poliakoff PA, Morristown, NJ
Rehabilitating the FrankenBoard: The Manager as the Psychoanalyst: Kelly G. Richardson, Esq., Richardson Harman Ober PC, Pasadena, CA
Reputation Management for Community Association Leaders: Laura Stocker and Jeff Peyton, Tin Cans Unlimited, Cleona, PA
The World is Changing: Time to Embrace New Work Behaviors: Kregg Hale, Inside Out Development, Las Vegas, NV
Using Technology to Be More Human: Robert Garcia, BuildingLink, New York, NY
What's Going on Around the World: Amazing Communities and Model Professional Community Association Management: Jeevan John D'Mello, ASM, LSM, PCAM, Emaar Community Management LLC, Dubai, United Arab Emirates, Jeff Gilmour, South Africa Chapter, Honeydew, South Africa, Julie McLean, Ace Body Corporate Consulting, Mordialloc, Australia, Janice Moses, RCM, FCCI, RCCI, Baywest Management Corporation - An Associa Company, Surrey, Canada and Tom Skiba, CAE, Community Associations Institute, Falls Church, VA